Customer Care Executive
Customer Care Executive | DHL Express
Job Title: Customer Care Executive
Company: DHL Express South Africa
Location: Midrand, Gauteng, South Africa
Employment Type: Permanent | Full-Time
Industry: Logistics & Express Courier Services
Job Overview
DHL Express is looking for a dedicated and customer-focused Customer Care Executive to join its Customer Service team in Midrand, Gauteng. This role is ideal for individuals who are passionate about delivering exceptional customer service, resolving customer complaints, and ensuring every customer interaction results in a positive experience.
As a Customer Care Executive, you will take ownership of customer complaints and claims from start to finish, acting as the primary point of contact while working closely with internal departments to ensure quick and effective resolutions. You will also analyse customer feedback, identify trends, recommend improvements, and ensure compliance with DHL’s global customer service standards.
If you have experience in customer service, particularly within the courier or logistics industry, enjoy solving problems, and thrive in a fast-paced environment, this is an excellent opportunity to grow your career with one of the world’s leading logistics companies.
Key Responsibilities
The successful candidate will be responsible for:
- Managing customer complaints and claims professionally from beginning to end.
- Providing first-time resolution wherever possible.
- Investigating and settling insurance and non-insurance claims according to DHL policies.
- Following DHL Global Standards, ISO requirements, and Centre of Excellence (COE) procedures.
- Acting as the main point of contact for customers throughout the claims process.
- Communicating with customers through approved communication channels.
- Updating SPARK and GEMA systems with customer information, follow-ups, and resolutions.
- Coordinating with Sales, Finance, Operations, and Customer Service teams.
- Uploading payment documentation to SharePoint.
- Monitoring customer feedback through NPA and ICCC initiatives.
- Analysing complaint trends and preparing reports with recommendations for improvement.
- Preparing damaged shipment reports and customer apology letters when required.
- Completing insurance documentation and working with the insurance team to process settlements.
- Negotiating and resolving claims within DHL liability limits.
- Obtaining management approval where necessary.
- Ensuring all customer records are complete and accurate.
- Meeting departmental KPIs and service standards.
- Supporting additional Customer Service projects when required.
Minimum Requirements
Applicants should have:
- Grade 12 (Matric).
- Diploma, Degree, or NQF qualification (advantageous).
- Minimum 2 years’ customer service experience.
- Experience within the courier or logistics industry (preferred).
- Strong knowledge of DHL operations and network (advantageous).
- Intermediate computer skills.
- Excellent written and spoken Business English.
- Ability to work under pressure.
- Experience with email, live chat, or social media customer support is advantageous.
Skills and Competencies
Ideal candidates should possess:
- Excellent customer service skills.
- Strong communication skills.
- Telephone etiquette.
- Conflict resolution abilities.
- Negotiation skills.
- Problem-solving skills.
- Interpersonal skills.
- Attention to detail.
- Time management.
- Strong organisational skills.
- Analytical thinking.
- Ability to multitask in a busy environment.
- Teamwork and collaboration.
Why Join DHL Express?
DHL Express is recognised globally as one of the world’s leading logistics companies and is committed to developing its employees through continuous learning and career growth opportunities. Joining DHL means becoming part of a diverse, inclusive, and supportive workplace where innovation and customer satisfaction are at the heart of everything.
Employees enjoy:
- Career development opportunities.
- International exposure.
- Inclusive and supportive work culture.
- Ongoing learning and professional development.
- Opportunity to work for a globally recognised employer.
- A dynamic and fast-paced working environment.
If you are passionate about customer service, enjoy solving customer problems, and want to build your career with a global logistics leader, this is an excellent opportunity to apply.
Location: Midrand, Gauteng
Employment Type: Permanent | Full-Time
Company: DHL Express South Africa
